Sp!ke
Administrator
I am a regular ECP purchaser and whilst the service overall is very good, I do have one slight criticism that seems to effect me almost every time I purchase parts.
Take this week for instance, I ordered a bunch of service parts for my 190E. I stuck in my Reg number and got all the part numbers from the website and wandered into my *new* local ECP store in Isleworth to pick them up. All good so far.
Then it comes to fitting the parts and I find that bog standard service items like the distributor cap, rotor arm and air filter were incorrect, necessitating a revisit to the store.
Now this sort of thing seems to happen to me on a regular basis and I can only assume that it stems from mistakes on the website.
On returning to ECP in Isleworth, I was greeted by a chap that really new his stuff.. He immediately said oh a 1991 190E has the same rotor arm as a mark 2 Golf and the airfilter should have been a 406mm one etc etc. This is some impressive parts guy... I hope he's being paid handsomely.
The problem as I see it, is despite now providing me with the correct parts, there was no provision for him to flag the inaccuracies and get the portal corrected. So the next time someone orders the same parts online the same run around will occur.
For at least a year now the 190E rotor arm is listed as £27 on the ECP website instead of £3.80 or whatever it should be... I don’t know how many dozens of times it has been flagged by customers and yet the problem doesn’t get corrected. This kind of thing must be costing ECP many many thousands of pounds in lost sales and parts returns.
If anyone from ECP reads this, could someone suggest creating some kind of mechanism so that customers and staff are able to flag parts discrepancies so they can be rectified?
Take this week for instance, I ordered a bunch of service parts for my 190E. I stuck in my Reg number and got all the part numbers from the website and wandered into my *new* local ECP store in Isleworth to pick them up. All good so far.
Then it comes to fitting the parts and I find that bog standard service items like the distributor cap, rotor arm and air filter were incorrect, necessitating a revisit to the store.
Now this sort of thing seems to happen to me on a regular basis and I can only assume that it stems from mistakes on the website.
On returning to ECP in Isleworth, I was greeted by a chap that really new his stuff.. He immediately said oh a 1991 190E has the same rotor arm as a mark 2 Golf and the airfilter should have been a 406mm one etc etc. This is some impressive parts guy... I hope he's being paid handsomely.
The problem as I see it, is despite now providing me with the correct parts, there was no provision for him to flag the inaccuracies and get the portal corrected. So the next time someone orders the same parts online the same run around will occur.
For at least a year now the 190E rotor arm is listed as £27 on the ECP website instead of £3.80 or whatever it should be... I don’t know how many dozens of times it has been flagged by customers and yet the problem doesn’t get corrected. This kind of thing must be costing ECP many many thousands of pounds in lost sales and parts returns.
If anyone from ECP reads this, could someone suggest creating some kind of mechanism so that customers and staff are able to flag parts discrepancies so they can be rectified?
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